Frequently asked questions

The Meliá Store Customer Service department is ready to answer your questions, and listen to your suggestions and comments about our products, website and services.

We are available to answer your questions by phone, Monday to Friday from 8 am to 7 pm CET on +33 1 41 51 51 58.

1. The check out process is a simple 4-step process.
2. What are the bed delivery times?
3. How are the items dispatched? What are the delivery times?
4. What countries do you ship to?
5. How are shipping costs calculated?
6. What is the difference between your global sites?
7. What is your return policy?
8. How can I return an item?
9. Duties & Taxes

The check out process is a simple 4-step process.

• Step 1: Shipping Information

  Shipping InformationEnter your shipping address when prompted. Delivery options will then appear with corresponding shipping costs. Select a delivery option and then continue to Step 2. If you already have an account with us, you can login at this first step and select from any saved addresses you may have.

• Step 2: Billing Information

  Enter your billing information exactly as it appears on your credit card statement. For your security, we have full credit card protection filters to prevent credit card fraud, and this information must be an exact match.

• Step 3: Additional Information

  If you have not already logged in, you will now be asked to enter your email address. We recommend creating an account at this time, so that future checkouts are quicker and for a full order history. You may also choose to share the name of the hotel you last stayed in to help us better serve you in the future. Gift messages may also be entered at this time.

• Step 4: Order Review & Payment

  Review your order and the information you have entered. You can go back and edit incorrect information at this time. When you are ready to finalize your order, enter your payment information and click the 'Place my order' button.

What are the bed delivery times?

The bed delivery times are approximately 5 to 8 weeks in Europe. For further information, please contact our Customer Service department on +33 1 41 51 51 58.

You will be contacted the week prior to the arrival of the carrier to your area between Monday and Friday to coordinate the delivery. You will be provided with a 4-5 hour window of availability.

How are the items dispatched? What are the delivery times?

In Europe, our products are dispatched via a carrier company or by post, on average within 10 working days of confirmation of your order.
For other destinations, please contact our Customer Service department on +33 1 41 51 51 58.

What countries do you ship to?

We currently offer shipping to most International destinations.

How are shipping costs calculated?

Shipping costs are calculated based on the undiscounted total amount of your order, except for the Mattress & Base which have separate shipping costs associated with them:

What is the difference between your global sites?

Meliá Store has locations in the United States & Europe to better serve our guests. The global sites are separate shopping sites. Product selections and sizes will vary on the global sites and are shown in local currency.

What is your return policy?

The retraction period is fourteen (14) days, from the day after receipt of the item. Items are accepted for refund or exchange if returned in their original packaging in new/saleable condition within thirty (30) days from the day after receipt of the item. All claims mentioned after this lead will not be accepted. Returns of any products must be agreed in advance with Hotels At Home. Any damaged unpacked, dirtied items or returned incomplete are not exchangeable or returnable. Shipping cost for any returned items is the customer’s responsibility. Only the cost of the items will be refunded. Returned products must be sent back new, in their original packaging, accompanied by the invoice at the following address: MELIÁ STORE - eCommerce Logistique chez SeD Logistique - Zone Industrielle de Moimont - 1 Rue Jean Jaurès - Bâtiment C - 95670 Marly-la-Ville – FRANCE

In case of a defective product, the customer will have to make a detailed written description of the defect and send the item back to the address mentioned above. After reception and verification, Hotels At Home will proceed to the exchange or the refund of the item according to the customer’s choice. In this case, the shipping fee of the returned item will be refunded to the customer on the base of the initial shipping fee. The refund will be directly made on the customer’s credit card within a delay inferior or equal to 15 business days after the reception of the item by Hotels At Home. Concerning the bed (Mattress and Base ensemble), the customer is informed that he must check the mattress and the base before signing the packing slip. In case of damage that may have occurred during delivery, the customer must refuse the entire delivery (Mattress and Base ensemble), or it will not be possible neither to take the bed back nor to exchange it.

How can I return an item?

Please ship your returned item by insured, traceable mail. This service is offered by USPS, UPS, FedEx and other carriers. We will need to contact you for your credit card information if a credit or additional charge is required. Please include a note with your address and daytime phone number along with your instructions and a copy of your sales receipt or packing slip, and send to:

All duties and taxes are the responsibility of the recipient and will be assessed upon delivery. Please note that all prices listed on this site are listed in Euros.